Reiss
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Formal complaint - poor customer service
If I could have five this 0 reviews I would. I bought a shirt and took it on holiday , had it on the back of the sun lounger and in the heat this caused the shirt to melt in parts, it was only 30 degrees and is machine washable. The lounger was not hot to touch or in anyway over heating , there was also no sources of ignition nearby. I complained to WhatsApp customer services , who advised it was damaged by weather and to go into store with the receipt and the manager will support. I was happy with this as just wanted a replacement (not a refund). Unfortunately my experience of the manager at Westfield Reiss (Shepherd’s Bush) was the worst I have experienced in my interactions, he was dismissive and rude from the outset and spoke over me when explaining what happened, he accused me of lying and advised I had washed it and this cause the damage , again I explained what happened and that it being polyester , I was concerned with the quality that this happened. I was then spoken down to and ridiculed whilst he explained to me what polyester is, where it comes from and how Zara’s is the same as is reiss, if it is the same why are the prices different, he continued to speak down to me for another 5 minutes about the material in front of a store full of customers on the shop floor, the experience was humiliating and unnecessary, he made no attempt to understand what I was saying, I would understand if there was nothing they could do if they had listened to me, but from the outset he was accusatory, rude and dismissive. He advised it was negligence on part and damage was my fault. I disagreed and left , as the shirt should not be affected in this way and it was left in a reasonable place.